Customer Service

Quality Service Pledge

This is our Quality Service Pledge. As Southern California’s premier regional rail system, we do everything in our power to provide high-quality, dependable, on-time service. This commitment to excellence is a promise our riders have the right to expect.

There are times that Metrolink service may be disrupted. This pledge outlines Metrolink’s service and compensation policies, as well as what customers can expect should an unforeseen disruption arise.

METROLINK TRAIN HOLD POLICY

Metrolink-to-Metrolink Connections

Scheduled connecting Metrolink trains are held up to 10 minutes.

At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time. After ten minutes, Metrolink Ride Promise is in effect.

The last train of the evening may be held longer to accommodate riders, however may have to leave at a certain time to protect morning operations.

Amtrak to Metrolink Connections

Metrolink trains are not held for late arriving Amtrak trains.

At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time, if Amtrak notifies Metrolink’s Operations Center in advance of the Metrolink departure.

Transit Operator to Metrolink Connections

Metrolink trains are not held for late arriving buses, shuttles, light rail, etc.

At Union Station, a line’s last departing Metrolink train of the evening can be held up to 10 minutes beyond its scheduled departure time, if the operator notifies Metrolink’s Operations Center in advance of the Metrolink departure.

Ticket Vending Machine Failure

Metrolink trains are not held for ticket machine malfunctions.

Passengers can use the Metrolink mobile application to purchase fare, or should notify the conductor upon boarding and purchase a ticket at their destination station.

Authorization to Hold a Train

SCRRA Operations Personnel have the authority to "hold" based on SCRRA Operations Procedures.

METROLINK RIDE PROMISE

If a Metrolink train experiences an unplanned disruption that delays our passengers, Metrolink will make every attempt to restore train service or provide alternative transportation to get riders to their destination stations. If Metrolink cannot provide alternative transportation within 60 minutes of the Metrolink train’s scheduled departure time, passengers can be reimbursed for their out-of-pocket costs for self-service transportation, not to exceed $50.00 per passenger.

Reimbursement is based on the passengers’ submission of their original dated receipt from the transit provider (taxi; third party rideshare company, such as Uber or Lyft; rental car), as well as proof of Metrolink fare valid for the date and time of the disruption. Luxury or premium vehicles are excluded and are not eligible for reimbursement. Reimbursements will only be paid to the owner(s) of the credit card(s) listed on the receipt, and driver tip reimbursement will be limited to 15% of the ride fare. Reimbursements for multi-riders will be based on the information listed on the receipt (split payments). Payments for fuel is not reimbursable. Passengers who use or refuse the Metrolink-provided alternate transportation solution will not be eligible for reimbursement. This also applies to trains that are inoperable due to incidents or mechanical issues.

Causes and length of disruptions vary. When a disruption occurs, Metrolink immediately assesses the situation and takes steps towards recovering service as close to the published timetable as possible. There are various steps required to clear a scene, including assessment by first responders, including Metrolink personnel, law enforcement, and/or fire, securing alternate transportation, coroner response (if applicable), cleanup crew response (if applicable), and/or coordination with freight dispatching (if applicable). If rescue service is needed, staff will make every attempt to secure alternate transportation arriving within an hour or less of the time the train stopped. Alternative transportation solutions such as replacement train service (Metrolink or Amtrak), bus bridge service (private motor coach and/or public transit operators), and taxi, Uber, or Lyft are all considered.

Chronic Delays

Applies to monthly pass holders only.

When average on-time performance of a line falls below 85%* for a calendar month, Metrolink will offer a line-restricted monthly pass at a discount of 25% valid in a subsequent month after the average monthly on-time performance was below 85%. If monthly passes on the affected line can normally be used on another line, full price passes retaining that benefit will also be available.

A train is defined as on-time if it arrives at its final destination within five minutes of its scheduled arrival time.

*These delays must be caused by Metrolink and not third parties, such as freight congestion.

Extensive Delay - One-Time Incident

Passengers who experience a delay exceeding one hour from the published train schedule will be eligible for compensation. Exclusions apply.

Monthly Pass Holder

Upon request, a monthly pass holder is eligible to receive four one-way ticket vouchers with a one-year expiration date from the date of the incident. Monthly pass holders must submit a copy of their valid Metrolink pass.

One-Way, Round-Trip, 7-Day, and Weekend Day Ticket Holder

Upon request, a ticket holder is eligible to receive two one-way ticket vouchers with a one-year expiration date from the date of the incident. Ticket holders must submit the original or a copy of their ticket(s) to be eligible for compensation.

Requests for compensation under the Quality Service Pledge must be received within 60 days of the date of the incident.

Exclusions for Compensation or Reimbursement

Train delays caused by temporary operating schedules, including planned disruptions, are not eligible for compensation or reimbursement for self-service transportation.

Sole Authority

Metrolink has sole authority to grant an exception to the Compensation Policy.

DEFINITIONS

Alternative Transportation

Transportation that replaces regular Metrolink train service. This may include, but it is not limited to another Metrolink train, an Amtrak train, bus bridge, van, taxi, rideshare service such as Lyft, or other charter operator, and is at Metrolink’s discretion. Valid Metrolink tickets will be accepted on alternative transportation, including trains on other Metrolink lines.

Driver Tips

Any amount paid to a driver in excess of the fare and required fees. Tips shall be reimbursed at no more than 15% of the ride fare. Tips must be reflected on the receipt.

To submit a written request via post mail, please send notification of the train number you were on, the date of the delay, and a copy of your ticket or pass (if applicable, also send proof of alternative transportation) to:

NOTE: Requests for compensation under the Quality Service Pledge must be received within sixty (60) days of the incident/delay. Metrolink has sole authority to grant an exception to the Compensation Policy and reserves the right to deny a claim for compensation that does not meet the criteria herein.